SaaStr

FEBRUARY 14, 2023

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success, since Day 1. For one simple reason: Second Order Revenue. What it all means is that if you do it right, you’ll make 6x or more the revenue from your customers after the sale itself. And about measuring and identifying Almost Churn.

Customer Success 286

Customer Success Compensation Churn Enterprise 286

Subscription Flow

APRIL 23, 2024

In this blog, we will be looking at Paddle vs Chargebee vs SubscriptionFlow to bring you up to speed on their latest features in 2024, so you can pick the software that serves as the best fit for your subscription-based business. Doing this ensures the data-driven reduction of churn.

Payment Solutions 92

Payment Solutions Payments Payment Services SaaS Payments 92

SaaStr

SEPTEMBER 12, 2023

I think this is some pretty helpful reading here, a good slice of some of the most tactical insights: Got 100 Customers? Believe It Or Not, It’s Time for Your First User Conference One thing that always works in marketing is bringing your customers and prospects together IRL. Your Customer Success Team. Hire Early.

Sales Hiring 228

Sales Hiring Technical Advisors Compensation Outsourced Development 228

SaaStr

DECEMBER 4, 2023

What were some of the reasons for longer sales cycles? Churn increase due to greater scrutiny of costs Contract values declining More stakeholders involved in decision-making Capchase combined the study with their data set of thousands of SaaS companies and looked at what the best companies do to overcome these hurdles. This has cons.

SaaS Payments 216

SaaS Payments Payment Services Payments Payment Features 216

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. TL;DR Customer retention is the ability to keep your customers actively using their products. TL;DR Customer retention is the ability to keep your customers actively using their products. Let’s dive right in! To prevent it.

Retention 65

Retention Metrics Strategy Scale 65

SaaStr

JANUARY 17, 2021

In practice, high churn is the only thing. But the customers are really only behaviorally loyal — see more on this critical point here. The customers use the product because they have to. The customers use the product because they have to. And if your customers love you — magic happens.

SaaS 363

SaaS Venture Capital Churn Branding 363

SaaStr

APRIL 10, 2023

A long ways back, I was meeting with one of our largest customers, one of our first $1m TCV deals. He’d come (flying private I assume, and possibly straight from Hawaii) to … kiss the customer’s arse, as near as I could tell. The customer already had thousands and thousands of seats of Salesforce.

Airlines 242

Airlines Cloud Market Research Customer Success 242

SaaStr

SEPTEMBER 5, 2022

If a company has started out with a heavy sales focus, its onboarding process within the actual product may not be intuitive enough for customers. Customers are impatient, and the time from product download to demonstrated value may take too long. . PLG companies are constantly fearful of high churn rates, and for good reason.

Sales Recruiting 248

Sales Recruiting Business Pricing Churn 248

SaaStr

DECEMBER 11, 2021

We’ve talked on SaaStr about leaning in on Customer Success as much as possible. the revenue ultimately generated or supported by Customer Success) is the key to growing a SaaS business. We’ve talked about how all the Second Timers are hiring in customer success way early , ahead of sales, ahead of revenue.

Sales Hiring 275

Sales Hiring Customer Success Headcount Churn 275

User Pilot

NOVEMBER 12, 2023

Customer intent helps product teams understand customer needs and build solutions that delight users. In this article, learn how to identify customer intent and maximize conversions at every stage of the customer journey. You’ll also learn: What customer intent means, along with the three major types.

Scale 94

Scale Underperforming Technical Team Churn Trends 94

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

SaaStr

MAY 11, 2021

Our Churn is Basically Zero in the Enterprise. Compare Freemium churn rates of 2-3% a month, to Enterprise SaaS net churn (including upsell / upgrades) that is often less than zero … man it sounds like those Enterprise customers don’t go anywhere. Once we’re in, it’s so hard to rip us out.

B2C 265

B2C Churn Enterprise Revenue 265

SaaStr

AUGUST 15, 2020

Customers bought because they thought their organizations needed this functionality, and so they wrote the checks for Year 1, and even Year 2. But the end-user usage just never appeared … In SaaS, it actually takes until Year 3 for your customers to churn out from low engagement / low usage. Churn is a lagging indicator.

AWS 265

AWS Churn Enterprise Engagement 265

SaaStr

APRIL 18, 2021

The reasons are many, but I think they can almost all be summed up in one key factor: SaaS compounds. You close a customer for $120 in annualized revenue, you only get to recognize $10 of that a month. 120% NRR: Your revenue doubles in 5 years even with no new customers. What does this mean, that SaaS compounds?

SaaS 316

SaaS Travel Churn Revenue 316

ChurnZero

JUNE 14, 2022

This is a guest blog contributed by Stephanie Neale, CEO of Blind Zebra , a sales and client success training company for B2B pros. Once the initial frustration wears off, your mind begins to play back all your interactions with the customer. Are you surprised they churned? Go to school on why customers left in the past.

Development Team Review 98

Development Team Review Strategy Payments Payment Services 98

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

Churn 84

Churn Payments SaaS Payments Payment Solutions 84

SaaStr

MARCH 1, 2022

Threatening a customer that forgets about an auto-renew and has already stopped using you is sort of the same thing. You’ll put so much work into a customer, and then for some reason — often champion change — they just go “poof” and disappear. If you get the customer back later, it will only because they have no better choice.

SaaS 260

SaaS Churn Revenue Pricing 260

User Pilot

MAY 5, 2022

Churn analytics helps you detect your product friction points and understand why users stop using the tool. This is crucial if you want to know how healthy your SaaS product is and what should be improved to increase customer retention and lower the churn rate. A churn rate over 10 % indicates trouble. Let’s begin!

Churn 96

Churn Retention Subscription Payment Features 96

Blulogix

JANUARY 20, 2024

Navigating Upgrade and Downgrade Flexibility in Billing By BluLogix Team In the current era where subscription models dominate the business world, the ability to adapt to changing customer needs is not just a luxury, it’s a necessity. Minimized Friction: A rigid subscription model can lead to frustration and churn.

Scale 52

Scale Subscription Payment Features Churn 52

Blulogix

JANUARY 20, 2024

How to Navigate Upgrade and Downgrade Flexibility in Billing By BluLogix Team In the current era where subscription models dominate the business world, the ability to adapt to changing customer needs is not just a luxury, it’s a necessity. Minimized Friction: A rigid subscription model can lead to frustration and churn.

Scale 52

Scale Subscription Payment Features Churn 52

Subscription Flow

JANUARY 26, 2024

Keeping all that in mind, in this blog we will be underscoring the importance of SaaS MRR growth. It is true that this is a topic that has been covered on countless blogs before (a few times on this one as well). Before jumping to the concluding section of this blog, let us quickly go over what we have established.

SaaS Payments 52

SaaS Payments Payments SaaS Payment Features 52

User Pilot

JULY 20, 2023

Wondering how to reduce customer churn rate for your business? In this article, we review different ways to identify potential churn and deal with it. Attrition is the bane of every subscription business; low retention rates will result in a duce and the customer lifetime value and revenue will plummet. Poor onboarding.

Churn 84

Churn SaaS Payments Payment Solutions Payments 84

Subscription Flow

MARCH 20, 2024

Keeping all this in mind, in the first section of this blog, we will first be seeing what is SimpleCirc, its features, and why exactly is it such a hot choice for magazine owners in today’s marketplace. Say you are a small online marketplace owner whose product links customers and independent artists.

Payment Services 99

Payment Services Payments Payment Solutions Payment Methods 99

User Pilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? TL;DR As the name suggests, SaaS account management is the process of managing customer relationships. Strategic account management increases customer lifetime value , drives up referrals and revenue, and reduces customer churn.

SaaS Payments 82

SaaS Payments Management Customer Lifetime Value SaaS 82

User Pilot

NOVEMBER 28, 2022

Churn is the enemy of product growth. A churned user means lost future revenue and a waste of the resources it took to acquire them. How do you lower your churn rate and make sure all your users stick around? In this article, we’ll show you: What customer churn is and why it matters. Let’s get started.

Churn 92

Churn Software Review SaaS User Experience 92

User Pilot

AUGUST 9, 2023

Wondering how to calculate customer retention rate and why? It’s important to measure the customer retention rate to see how well your product retains customers and to monitor any changes to try and improve it. TL;DR Customer retention rate measures the percentage of customers a company keeps over a specific timeframe.

Retention 94

Retention Customer Lifetime Value Churn Metrics 94

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Build relationships with your customers by building an online community.

Retention 97

Retention Social Media Customer Lifetime Value Churn 97

User Pilot

JUNE 22, 2023

Wondering how to reduce churn rate and increase retention? While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement.

Churn 85

Churn Retention Onboarding Engagement 85

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 95

Churn Underperforming Technical Team SaaS Payments Payment Solutions 95

User Pilot

MARCH 6, 2024

TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. Product funnel is a wider concept, focusing on the whole customer journey, while marketing and sales funnels concentrate on its early stages.

Social Media 84

Social Media Sales Funnel Acquisition Retention 84

User Pilot

APRIL 11, 2023

Understanding the average customer retention rate for your industry is critical to determining the health of your business. It tells you whether your customer retention rate is too low or just good enough. If customers are the lifeblood of any business, then customer retention is the glue that holds it all together.

Retention 95

Retention Automotive SaaS Customer Lifetime Value 95

User Pilot

JULY 31, 2023

The big deal is turning them into paying customers who keep renewing their subscriptions long-term. This article will show you practical strategies to crack the customer retention code and maintain sustainable recurring revenue. Acquisition marketing focuses on gaining new customers and expanding market share.

Retention 92

Retention Strategy Marketing SaaS 92

User Pilot

FEBRUARY 6, 2023

Descriptive analytics makes sense of past data about customers, creating a story of their interactions with your brand. Diagnostic analytics involves finding the cause behind patterns in your customer data. To dive even deeper, set track custom events to understand user engagement. Let’s get started.

Artificial Intelligence 95

Artificial Intelligence Data Software Review Machine Learning 95

Blulogix

NOVEMBER 8, 2023

This shift is driven by the need for flexibility, scalability, and customer-centric approaches. In this blog post, we’ll explore how to accelerate the growth of your subscription business with usage-based pricing , combining the best of both worlds. Customers paid a set fee each month for access to a predefined set of features.

Subscription 52

Subscription Payment Features Pricing Business 52

User Pilot

FEBRUARY 28, 2023

Any product manager should know how to quickly put together a comprehensive customer feedback form: they’re a secret weapon for unlocking deep user insights and gathering quality feedback. TL;DR A customer feedback form is a way to gather customer feedback in a structured way. What is a customer feedback form?

Marketplace as a Service 96

Marketplace as a Service Churn Onboarding Engagement 96

Blulogix

NOVEMBER 8, 2023

The Top 10 Pain-Points for Usage-Based Subscription Billing Services and How to Fix Them By BluLogix Team In today’s business landscape, consumption-based subscriptions are all the rage, and for good reason. Who wouldn’t want a piece of that recurring revenue pie, increased profitability, and happy customers?

Subscription 52

Subscription Payment Features compliance Pricing 52

User Pilot

MARCH 27, 2023

Product analytics are used not only by the product team but also by the customer success and the marketing team, as well as UX designers and devs. Retention analysis aims to identify the reason why users stay with the product, while churn analysis focuses on why they leave. What is product analytics?

Underperforming Technical Team 96

Underperforming Technical Team SaaS Churn User Experience 96